Kore.ai Status

Postmortem: Dear Users,

We would like to inform you about a network connectivity issue identified during a recent incident triage involving access to our platform ( XO 11 US Instance) through the AWS Global Accelerator (GA) service.

To ensure continued platform availability and avoid any potential service disruption, we have temporarily rerouted traffic directly through our Application Load Balancers (ALBs) by bypassing the AWS Global Accelerator layer.

Potential Impact

Customers who have whitelisted the previously provided static IP addresses within their enterprise networks may experience connectivity issues as a result of this change.
This is because ALBs use dynamically assigned IP addresses rather than static ones.

Recommended Action

To help avoid any interruption in service access, we kindly request customers to temporarily:

• Whitelist the domain: platform.kore.ai within their enterprise network
• Remove the existing static IP-based restrictions until further notice

Previously shared static IPs:

• 166.117.119.104
• 166.117.234.93

Next Steps

Our engineering and DevOps team is actively working with AWS to isolate and resolve the underlying issue as soon as possible.
Once the issue is resolved, we will share updated guidance along with any revised IP details, if applicable.

We sincerely apologize for any inconvenience this may cause and appreciate everyone’s patience, understanding, and cooperation while we work toward a resolution.

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Closure Update at 12:10 PM IST:

We would like to share an update regarding the earlier network connectivity issue affecting access to the XO 11 US Instance through the AWS Global Accelerator (GA) service.

The Service Provider team has confirmed that the issue with the AWS Global Accelerator (GA) service has now been resolved. Following this confirmation, traffic has been successfully routed back through the Global Accelerator service.

At this time, platform services are operating normally.

Customers who had temporarily modified their network configurations or removed static IP restrictions as part of the earlier advisory may continue with the current configuration until further guidance is shared by our team.

Resolved: This incident has been resolved.

Monitoring: The issue has been mitigated and we will continue to monitor the System behaviour.

Investigating: We are continuing to investigate the issue.

Investigating: We are currently investigating the issue.

Resolved: This incident has been resolved.

Monitoring: A fix has been implemented and we will continue to monitor the system.

Investigating: Below is the latest update from the Service Provider:

We continue to work towards mitigating the increased temperatures to its normal levels in the affected Availability Zone (use1-az4) in the US-EAST-1 Region. Other AWS services that depend on the affected EC2 instances and EBS volumes in this Availability Zone, may also experience impairments. We have weighed away traffic for most services at this time.

Customers may experience longer than usual provisioning times. We will provide an update by 7:45 PM PDT, or sooner if we have additional information to share.

Investigating: We are continuing to investigate the issue with the service provider. More details available at https://health.aws.amazon.com/health/status

Investigating: Our internal monitoring has detected that one of the SBC servers 3.224.189.218 is currently down. We are working with AWS to resolve the issue as soon as possible. The impacted server is in US east 1 region.